"The requested document could not be retrieved..." | VDRPro

Product: VDRPro
Applies to: Everyone
 

Issue

I'm trying to open an IRM Information Rights Management (IRM) provides security for downloaded documents. When IRM is applied, documents are encrypted before downloading, and users must enter their email address and password to view the documents. Exchange managers can revoke access at any time.-protected Microsoft Office file but only see the following error message in the browser window:

• The requested document could not be retrieved. Please try again later.

Cause

The file is likely encrypted or has editing restrictions applied to it. The Intralinks browser-based document viewer is unable to access the file's contents, and as a result the error message appears.

Note: This issue is most common with Word and PowerPoint files.

Solution

A VDR manager will need to update the document and then upload the new version.

• If you are an invited user who was given access to the document, please contact a VDR manager to address the issue with the file.
• If you are a VDR manager, use the following steps to check and resolve the issue:
  
  1. Download the affected VDR file to your computer.
  2. Open the file and check for restrictions (refer to the formats below).
     Note: If the file is encrypted, you may need the original password to open it.
     
     
     Word document
     • Editing restrictions:
       
       1. In the menu bar, click Review.
       2. Click Restrict Editing on the right side of the ribbon.
       3. In the panel that expands, refer to 2. Editing restrictions.
       4. If the Allow only this type... box is checked, uncheck the box.
          
     • Encryption:
       
       1. Click File > Info.
       2. Refer to the Protect Document field.
       3. If the field is highlighted and states, A password is required to open this document, the file is encrypted.
          
       4. Click Protect Document > Encrypt with Password.
       5. In the Encrypt Document box that opens, delete the existing password dots.
       6. Click OK.
     PowerPoint file
     • Encryption:
       
       1. Click File > Info.
       2. Refer to the Protect Presentation field.
       3. If the field is highlighted and states, A password is required to open this presentation, the file is encrypted.
          
       4. Click Protect Presentation > Encrypt with Password.
       5. In the Encrypt Document box that opens, delete the existing password dots.
       6. Click OK.
  3. Save the updated file.
  4. Upload the new version to the VDR, replacing the original.